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- Tasks: Lead client success for high-profile public sector clients, driving digital transformation and value realisation.
- Company: Pega empowers innovative organisations to be agile and customer-focused, transforming businesses globally.
- Benefits: Enjoy a flexible work environment, competitive pay, bonuses, and continuous learning opportunities.
- Why this job: Make a real impact in the public sector while collaborating with top-tier clients and teams.
- Qualifications: 10+ years of experience, including 5+ in Client Success management; government experience preferred.
- Other info: Join a diverse team committed to innovation and inclusivity, with opportunities for personal growth.
The predicted salary is between 48000 - 84000 £ per year.
Senior Client Success Manager, Public Sector
At Pega, we’re not just transforming businesses, we’re redefining what’s possible. We empower the world’s most innovative organisations to become more agile, intelligent, and customer obsessed. Our client Success team is at the heart of this transformation, and we’re looking for a dynamic Senior Client Success Manager to help us drive impact across the Public Sector.
Picture Yourself at Pega:
Want to make an impact within a team that benefits citizens and the military? The Senior Customer Success Manager (CSM) serves as a strategic advisor and delivery partner for high-profile public sector clients, including MOD and DWP. This role is pivotal in driving client adoption, value realisation, and long-term success through Pega’s platform. The CSM will lead client success planning, stakeholder engagement, and delivery governance across complex transformation programme’s.
What You\’ll Do at Pega:
- Act as a trusted advisor to senior stakeholders across major public sector clients, guiding them through digital transformation journeys powered by Pega and Blueprint.
- Co-create strategic roadmaps that align with client goals, leveraging Blueprint to accelerate ideation, consensus-building, and delivery.
- Champion adoption of Pega’s Customer Decision Hub and Workflow Automation solutions, using Blueprint to bring use cases to life and drive measurable business value.
- Monitor customer health, identify risks and opportunities, and lead proactive interventions to ensure long-term success.
- Collaborate cross-functionally with Sales, Product, and Engineering to advocate for your clients and deliver seamless experiences.
Who You Are:
- BA/BS Degree or equivalent business experience
- 10+ years relevant work experience, 5+ years in a Client Success management or consulting role
- Experience with MOD/DWP or similar government bodies is highly desirable
- Understanding of Military and Civil Service organisational frameworks
- Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
- Strong consulting skills and proven results working as a trusted advisor to drive business value for clients or stakeholders
- Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
- SC clearance preferred but not essential
What You\’ve Accomplished:
A proven customer satisfaction and revenue driver. The Senior Customer Success Manager leverages data and relationships to help our customers achieve their business objectives after the initial sale and continuing through the customer lifecycle
- Comfortably engages with front-line teams and C-suite leaders, employing the Challenger model to drive business insights. They understand Pega best practices and how to adapt them within each customer’s environment to achieve faster time to value.
- Has an analytics orientation. Customer Success requires analysis of available data to determine customer health and identification of new data – to drive proactive outreach, which in turn increases customer satisfaction and lowers sales and delivery risks.
- Drives for results. Contribute to account plans, and organize resources required to execute the plans and achieve desired outcomes. They measure progress against KPIs, successfully balancing the customer’s needs and value to Pega.
- Is a thought leader. They leverage their deep domain experience, product knowledge, and industry trends to home in on quantifiable benefits and focus intently on realizing them.
- Is service-oriented. They are the primary post-sale point of contact for the customer. They address root causes of dissatisfaction and proactively coordinate with specialists in Pega to smooth the customer journey and help ensure that Pega’s applications are best in class.
- A rapidly growing yet well-established business
- The world’s most innovative organizations as reference-able clients
- Opportunity to build relationships with TechUK and contribute to WomenInPublicSector initiative
- Gartner Analyst acclaimed technology leadership across our categories of products
- Continuous learning and development opportunities
- An innovative, inclusive, agile, flexible, and fun work environment
- Competitive global benefits program inclusive of pay + bonus incentive
- Employee equity in the company
#LI-AB3
Meet Our Team:
At Pega, we’re not just transforming businesses, we’re redefining what’s possible. We empower the world’s most innovative organisations to become more agile, intelligent, and customer obsessed. Our client Success team is at the heart of this transformation, and we’re looking for a dynamic Senior Client Success Manager to help us drive impact across the Public Sector.
Picture Yourself at Pega:
Want to make an impact within a team that benefits citizens and the military? The Senior Customer Success Manager (CSM) serves as a strategic advisor and delivery partner for high-profile public sector clients, including MOD and DWP. This role is pivotal in driving client adoption, value realisation, and long-term success through Pega’s platform. The CSM will lead client success planning, stakeholder engagement, and delivery governance across complex transformation programme’s.
What You\’ll Do at Pega:
- Act as a trusted advisor to senior stakeholders across major public sector clients, guiding them through digital transformation journeys powered by Pega and Blueprint.
- Co-create strategic roadmaps that align with client goals, leveraging Blueprint to accelerate ideation, consensus-building, and delivery.
- Champion adoption of Pega’s Customer Decision Hub and Workflow Automation solutions, using Blueprint to bring use cases to life and drive measurable business value.
- Monitor customer health, identify risks and opportunities, and lead proactive interventions to ensure long-term success.
- Collaborate cross-functionally with Sales, Product, and Engineering to advocate for your clients and deliver seamless experiences.
Who You Are:
- BA/BS Degree or equivalent business experience
- 10+ years relevant work experience, 5+ years in a Client Success management or consulting role
- Experience with MOD/DWP or similar government bodies is highly desirable
- Understanding of Military and Civil Service organisational frameworks
- Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
- Strong consulting skills and proven results working as a trusted advisor to drive business value for clients or stakeholders
- Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
- SC clearance preferred but not essential
What You\’ve Accomplished:
A proven customer satisfaction and revenue driver. The Senior Customer Success Manager leverages data and relationships to help our customers achieve their business objectives after the initial sale and continuing through the customer lifecycle
- Comfortably engages with front-line teams and C-suite leaders, employing the Challenger model to drive business insights. They understand Pega best practices and how to adapt them within each customer’s environment to achieve faster time to value.
- Has an analytics orientation. Customer Success requires analysis of available data to determine customer health and identification of new data – to drive proactive outreach, which in turn increases customer satisfaction and lowers sales and delivery risks.
- Drives for results. Contribute to account plans, and organize resources required to execute the plans and achieve desired outcomes. They measure progress against KPIs, successfully balancing the customer’s needs and value to Pega.
- Is a thought leader. They leverage their deep domain experience, product knowledge, and industry trends to home in on quantifiable benefits and focus intently on realizing them.
- Is service-oriented. They are the primary post-sale point of contact for the customer. They address root causes of dissatisfaction and proactively coordinate with specialists in Pega to smooth the customer journey and help ensure that Pega’s applications are best in class.
Pega Offers You:
- A rapidly growing yet well-established business
- The world’s most innovative organizations as reference-able clients
- Opportunity to build relationships with TechUK and contribute to WomenInPublicSector initiative
- Gartner Analyst acclaimed technology leadership across our categories of products
- Continuous learning and development opportunities
- An innovative, inclusive, agile, flexible, and fun work environment
- Competitive global benefits program inclusive of pay + bonus incentive
- Employee equity in the company
#LI-AB3
Job ID: 22393
AI in Action – Pega embraces the power of artificial intelligence. We encourage all employees to actively engage with AI technologies and continually explore ways to responsibly integrate AI into our products and processes.
Culture – At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.
We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role.
As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant\’s race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.
Export Compliance – For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.
Accommodations – If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.
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Senior Client Success Manager, Public Sector employer: Pegasystems
Contact Detail:
Pegasystems Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Client Success Manager, Public Sector
✨Tip Number 1
Familiarise yourself with Pega's platform and its applications, especially the Customer Decision Hub and Workflow Automation solutions. Understanding these tools will help you speak confidently about how they can drive value for public sector clients during interviews.
✨Tip Number 2
Network with professionals who have experience in the public sector, particularly those who have worked with MOD or DWP. Engaging with them can provide insights into the challenges and opportunities within these organisations, which you can leverage in your discussions.
✨Tip Number 3
Prepare to demonstrate your consulting skills by sharing specific examples of how you've successfully driven client success in previous roles. Highlight your ability to act as a trusted advisor and how you've navigated complex stakeholder environments.
✨Tip Number 4
Stay updated on current trends and challenges in the public sector, especially regarding digital transformation. Being knowledgeable about these topics will allow you to engage in meaningful conversations and showcase your thought leadership during the interview process.
We think you need these skills to ace Senior Client Success Manager, Public Sector
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in client success management, particularly within the public sector. Emphasise your understanding of government frameworks and any direct experience with MOD or DWP.
Craft a Compelling Cover Letter: In your cover letter, demonstrate your passion for driving client success and your ability to act as a trusted advisor. Use specific examples from your past roles that showcase your strategic planning and stakeholder engagement skills.
Highlight Key Achievements: When detailing your work experience, focus on quantifiable achievements that illustrate your impact on customer satisfaction and revenue growth. Use metrics to show how you have driven business value for clients.
Showcase Communication Skills: Given the importance of executive-level communication in this role, ensure your application reflects your strong interpersonal skills. Mention instances where you've successfully navigated conflicts or facilitated honest dialogue with stakeholders.
How to prepare for a job interview at Pegasystems
✨Understand the Public Sector Landscape
Familiarise yourself with the specific challenges and opportunities within the public sector, especially regarding organisations like MOD and DWP. This knowledge will help you demonstrate your understanding of their needs and how Pega's solutions can address them.
✨Showcase Your Consulting Skills
Prepare to discuss your experience in client success management or consulting roles. Highlight specific examples where you've acted as a trusted advisor, focusing on how you drove business value for clients through strategic planning and stakeholder engagement.
✨Demonstrate Analytical Thinking
Be ready to talk about how you've used data to monitor customer health and identify risks. Share examples of proactive interventions you've led that resulted in improved customer satisfaction and reduced delivery risks.
✨Communicate Effectively with Senior Stakeholders
Practice articulating your thoughts clearly and confidently, especially when discussing complex topics. Your ability to engage with C-suite leaders and navigate conflicts will be crucial, so prepare scenarios where you've successfully managed such interactions.
